SECTION 2 TIME—25 MINUTES 18 QUESTIONS DIRECTIONS
16.
The passage suggests that bank managers failed to
industry that arises from the inconvenience of switching
consider whether or not the service improvement
banks. Nor did they analyze their service improvement to
mentioned in line 19
(20
) determine whether it would attract new customers by pro-
ducing a new standard of service that would excite cus-
(A) was too complicated to be easily described to
tomers or by proving difficult for competitors to copy. The
prospective customers
only merit of the improvement was that it could easily be
(B) made a measurable change in the experiences of
described to customers.
customers in the bank’s offices
(C) could be sustained if the number of customers